Milton Collins a man of many talents. He’s the former CEO of Federation Square, where he spent his days running the Transport Hotel Group. He’s headed up an importing and distribution business, and even spent time as the owner of a horse and cattle stud.
He’s renowned for his business nous and is a sought-after and award-winning business coach and CX expert. Most recently he’s turned his hand to writing – and his new book, Delight, Disrupt Deliver, is chock-full of great advice for small business owners looking to create a great customer experience to attract more sales.
Episode notes
In this episode, Milton unpacks:
1:08 – Why customer experience is so important to business success
3:00 – First steps to a great customer experience
6:15 – Important customer service tips for eCommerce businesses
9:45 – Training your staff to be great at customer service
12:45 – Milton’s extensive business experience – what he’s learned
15:20 – How to utilise chatbots for customer interactions
17:35 – How to personalise the customer journey and convert first-time visitors
20:30 – Building strong customer/client relationships
23:05 – Practical examples for taking customer service to the next level
26:15 – Dealing with negative reviews and learning from mistakes
28:50 – How emotional intelligence training boosts customer experience
30:05 – Appreciating + rewarding repeat customers/clients
31:55 – Benefits of a customer relationship management system (CRM)
32:50 – Building the ‘wow’ factor into your customer interactions
34:00 – Why customer experience is all about trust
37:50 – Creating a customisable, personalised experience for each customer
40:35 – How solopreneurs can build customer loyalty and word of mouth referrals
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